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Call Insights shows voice call performance and metrics. Open Insights → Calls in the project sidebar. Page title in the product: Call Insights. Subtitle: voice call performance and metrics.

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Prerequisites

  • Analytics entitlement
  • Access to view Call Insights (and call history if your plan requires it)
  • Inbound or outbound phone traffic on the project

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Scope

This page is phone voice only (inbound and outbound conversation types). It does not include chat or Web voice — those are on Chat Insights.

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Filters

  • Call Direction — Inbound, Outbound (select both for all phone calls)
  • Select Date Range — Today, This Week, This Month, Last Month, This Year, Custom Range

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KPI cards

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Charts and panels

  • Calls Over Time — call count over the range
  • Call Duration Over Time — duration in seconds over the range
  • Sentiment Overview — customer satisfaction trends
  • Resolution Status — outcome tracking
  • Top Trending Topics — top topics from call conversations

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Empty state

If nothing matches: No call data yet — there are no call insights for the selected filters. Try a wider date range or change direction. Use Refresh to reload. Failed loads may show a toast that call insights data could not load.
Select This Month and both directions (or the direction you use). Confirm Total Calls and Calls Over Time reflect recent inbound or outbound activity.
Campaign and inbound setup live under Inbounds and Campaigns. Call Insights measures completed and live phone performance for the project.